✨ Please note: Transfers are available on the Lite plan or above.
If you or a customer need to cancel an event or attendance, you can either cancel their ticket or transfer it to another event in your schedule.
As an admin:
Customer cancellation or transfer restrictions do not apply to you.
You can transfer tickets from past dates to future events.
This article covers:
Cancelling or transferring a ticket
💡 Learn how to cancel or transfer a single date within a course.
To cancel or transfer a ticket:
Open your Bookings page.
Locate the booking that you'd like to cancel and/or transfer tickets for by using the search filters at the top of the screen:
For example, you can search by email address or name, or if you have a booking reference, type the reference in CAPITALS in the Search field.
When you find the booking, select the booking reference (e.g. XYRDR):
Select Ticket Options next to the ticket you'd like to amend:
Select either Transfer ticket or Cancel ticket:
Transfer Ticket
To transfer a ticket:
Select the Transfer ticket button.
Choose the entry you’d like to transfer the booking to in the Select event and ticket type drop-down menu, then select an available date/time in the Select new ticket date/time drop-down menu:
The Select event and ticket type drop-down menu will list available entries with the relevant ticket options nested underneath.
The Select new ticket date/time drop-down menu will contain all available and applicable dates and times.
Only upcoming dates and times will show, as it's not possible to transfer to a past event. If you need to transfer to a past date, please cancel and rebook.
Select Save, then OK to confirm the transfer. This will notify the attendee(s). For example:
Important: Transfers may not always be possible. Learn more about ticket transfer restrictions.
Cancel Ticket
💡 Please note: Course ticket cancellations also apply to past dates.
To cancel a ticket, select the Cancel ticket button, then OK to confirm.
Cancelling a ticket:
Cannot be undone. If a ticket is cancelled by mistake, the customer must rebook, or you can manually add them.
Does not automatically refund the customer. This is so that you (the admin) have more control over your bookings. Learn how to process a refund.
Notifies the attendee(s) of the cancellation. For example:
Deleting a booking
If you cancel all tickets within a booking or an entire booking, you will have the option to delete the booking.
To do this, select Delete this booking underneath the payment section of the booking:
While keeping cancelled bookings can serve as a "paper trail," deleting a booking is useful for test bookings.
Pass use return on ticket cancellation
If Pass use returned on cancellation is enabled in your Booking preferences, any ticket purchased with a pass will have the pass use returned upon cancellation, whether cancelled by the event admin or the customer.
If this setting is not enabled, the pass use will not be returned, regardless of who cancels the ticket.
Restrictions
✅ You can transfer a ticket to:
A ticket with a higher value.
A non-discounted ticket from a discounted ticket.
❌ You cannot transfer a ticket if:
The new event date is in the past.
The transfer involves group tickets with different attendee numbers.
The original and new course tickets have a different number of dates (e.g., a 5-date course can only transfer to another 5-date course).
The new ticket is on a different schedule page.
The transfer is between a single ticket and a course ticket (or vice versa).
You are on the Free plan.
The new event is unpublished.
The new event is no longer available. In these cases, cancelling and rebooking is the best option. As an admin, you can still book tickets beyond availability.
If an entry is hard deleted. Please cancel and rebook instead.
Customer restrictions:
Customers won’t be automatically charged or refunded for any price differences in a transfer. You will need to process and record these manually.
Customers cannot transfer tickets if:
They used a discount code that is not valid for the new event (however, you can override this as an admin).
The ticket is exclusive.
💬 Any questions or feedback? There are two ways to get in touch:
For a quicker response, please contact us via live chat on our homepage or your account.
Or send us an email
Thank you! 🕺
Tags: uncancel, revert, cancellation